IT Specialist (Customer Support)

Full Job Description

The position is located in the Bureau of the Comptroller and Global Financial Services (CGFS).

This position serves as an Information Technology (IT) Specialist who ensures seamless user support by managing the office's technical projects and the maximizing the use of vital technology and software systems that allows the office staff to service tens of thousands of customers as efficiently and effectively as possible.

Applicants must meet all the required qualification requirements described below by the closing date of this announcement.

NOTE: Applicants must meet time-in-grade and time after competitive appointment requirements, by the closing date of this announcement.

Time-In-Grade Requirements: Federal applicants must have served 52 weeks at the next lower grade to satisfy time-in-grade restrictions, per 5CFR 300, Subpart F.

Applicants applying for the GS-14 grade level must meet the following requirements: Have IT-related experience demonstrating EACH of the four competencies AND specialized experience listed below: Attention to Detail - Is thorough when performing work and conscientious about attending to detail.

Customer Service - Works with clients and customers (that is, any individuals who use or receive the services or products that your work unit produces, including the general public, individuals who work in the agency, other agencies, or organizations outside the Government) to assess their needs, provide information or assistance, resolve their problems, or satisfy their expectations; knows about available products and services; is committed to providing quality products and services.

Oral Communication - Expresses information (for example, ideas or facts) to individuals or groups effectively, taking into account the audience and nature of the information (for example, technical, sensitive, controversial); makes clear and convincing oral presentations; listens to others, attends to nonverbal cues, and responds appropriately.

Problem Solving - Identifies problems; determines accuracy and relevance of information; uses sound judgment to generate and evaluate alternatives, and to make recommendations.

AND Have at least 1 full year of specialized experience equivalent to the GS-13 level in the Federal service which provided you with the particular knowledge, skills and abilities to perform the duties of the position.

Qualifying specialized experience must demonstrate the following: Experience applying advanced IT principles to develop and implementing agency-wide policies, procedures and strategic initiatives.

Experience utilizing expert knowledge of networking, cybersecurity and risk management to assess vulnerabilities, implementing safeguards and ensuring compliance with PII/PCI standards.

Experience providing expert technical guidance on complex IT issues, resolving critical system challenges and influencing key decisions.

NOTE: In order to qualify for this position, your experience MUST be IT related; the experience may be demonstrated by paid or unpaid experience and/or completion of specific, intensive training (for example, IT certification), as appropriate.

There is no substitute of education for specialized experience for the GS-14 position. Major Duties:

• Serves as the office representative for IT projects and requirements gathering, collaborating with stakeholders to define business.
• Develops and enforces policies, advises on technical solutions and coordinates with internal and external stakeholders to ensure IT systems and services meet enterprise requirements.
• Provides operational management of a global technical support team in alignment with ISO09001 standards by overseeing workload distribution, training, quality control and process improvement.
• Briefs senior leadership on complex projects, communicates technical requirements to diverse audiences, foster cross-organizational collaboration and disseminations of user support resources for enterprise systems.